Customer Support Technician I

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Analyze and resolve technical support tickets to ensure continuous system availability.

• Monitor system performance metrics and address hardware or software issues.

• Collaborate with engineering teams to escalate complex problems and facilitate swift resolutions.

• Provide technical assistance to customers through phone, email, and ticketing systems.

• Manage issue tracking to uphold customer satisfaction levels.

• Contribute to the development of internal knowledge resources.

⛳️ Requirements

• High School Diploma.

• A minimum of 2 years' experience in Technical Support.

• Proficient in troubleshooting hardware and software incidents.

• Familiarity with ticketing systems.

• Capability to monitor system health metrics and ensure operational stability.

• Ability to clearly explain technical concepts to non-technical stakeholders.

• Experience in customer service providing technical assistance under tight deadlines.

• Collaborative teamwork across departments on technical escalations and solution delivery.

• Capability to obtain background clearance as mandated by government clients.

• Successful completion of a comprehensive fingerprint background check in accordance with the U.S. Department of Justice CJIS Security Policy.

• Legal authorization to work in the U.S. indefinitely.

• Ability to operate in high-security environments.

• Travel requirements under 10%.

• Bachelor's degree or equivalent practical experience is preferred.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.

• Referral Payment Plan.